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What is LibAnswers?

LibAnswers is a library-focused communication platform designed by Springshare. LibAnswers provides several tools through which library users can make contact with library workers. In DSDS, we use LibAnswers' email ticketing functionality to organize and track requests. LibAnswers is the preferred method for interested users to make contact with the DSDS team. Utilizing LibAnswers allows us to streamline communications with our users, makes our services easier to find, and helps us manage requests as a team, which in turn provides a better user experience for our communities.

A new LibAnswers ticket will be created in the DSDS queue when one of the following occurs:

  • A user emails dsds@ou.edu

  • A user finds (or is given) the link to the LibAnswers question form and submits a question.

  • When a user emails a team member directly, the team member will CC dsds@ou.edu to create a new ticket.

    • NOTE: when responding to tickets from within your email inbox, only respond through the notification you receive from LibAnswers. DO NOT respond to the user directly and CC dsds@ou.edu. This will create a new ticket.

Form Routing

  • 3D Scanning (routes to Kristi)

  • 3D Printing (routes to Jessica L.)

  • Research Data (routes to Mark)

  • Research Informatics (routes to Tyler)

  • Digital Scholarship (routes to Mary)

  • General Help (routes to Mary)

Notifications & Turnaround Times

Notifications for Users

Email Confirmations

Users will automatically receive a confirmation email with the info they submitted with each new ticket. (LibAnswers activates captcha on the form when this option is set up. This cannot be changed.)

Ticket Inactivity

After 48 hours, the user will get an email reminder if they have not replied to a ticket we have responded to. If there is no response after an additional 48 hours, the ticket will automatically close.

Business hours

Business hours (M-F, 8-5) are set so that if a user submits a ticket outside of these hours, the confirmation pop-up they see when they submit the form indicates that we will get back to them ASAP during our business hours. (All confirmation emails also provide this information).

Notifications for Staff

New Ticket Notifications

The service lead attached to each form option and the Digital Projects Librarian will receive a notification when a new ticket has been submitted.

Open Ticket Reminder Notifications

The ticket owner and the Digital Projects Librarian will receive a reminder notification after 48 hours when a ticket has not been replied to.

Workflow Management Details

72-hour turnaround is an internal expectation only. No explicit turnaround time is listed anywhere publicly.

Where is it Linked?

Web Pages

Linked LibWizard Forms

Reference Analytics

Now routing to “email.” Mary will check in on this after chatting with Brianna to make sure we are tracking stats as effectively as we can.

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